JP6284301B2 - Maintenance work determination apparatus and maintenance work determination method - Google Patents

Description

  The present invention relates to a maintenance work determination device and the like.

  Conventionally, when a failure occurs in a customer device such as a server, a maintenance worker visits the site and performs maintenance work. Because the skills of each maintenance worker vary, in order to prevent the quality of maintenance work from being degraded due to skill variations, a center maintenance worker with expertise is assigned to a maintenance center away from the site, There is a maintenance mode that provides work instructions. This type of maintenance is expected to become more and more mainstream with globalization.

  The prior art discloses a technique for comparing a digest file of configuration information of a managed server with a digest file created by the own server to determine a difference in configuration information of the managed server.

JP 2009-230457 A

Fujitsu Limited “Systemwalker IT Change Manager V14g”

  However, the above-described conventional technique has a problem that it cannot be determined whether or not the maintenance worker has performed the maintenance work in the work procedure within the allowable range.

  For example, in the above prior art, it is possible to determine whether or not the configuration information of the customer device after the maintenance work is in accordance with the work instruction, but the maintenance work has been performed according to an appropriate work procedure. It cannot be determined whether or not.

  In one aspect, an object of the present invention is to provide a maintenance work determination device and a maintenance work determination method that can determine whether a maintenance worker has performed a maintenance work in a work procedure within an allowable range.

  In the first plan, the maintenance work determination device includes a specifying unit and a determination unit. The specifying unit acquires configuration information of the electronic device from a terminal connected to the electronic device, and specifies a policy that defines an allowable range of maintenance work for the electronic device based on the configuration information. The determination unit acquires the history information of maintenance work performed on the electronic device from the terminal, and the maintenance work performed on the electronic device is within an allowable range based on the history information of maintenance work and the policy. It is determined whether it is in.

  According to one embodiment of the present invention, there is an effect that it is possible to determine whether or not a maintenance worker has performed a maintenance work in a work procedure within an allowable range.

FIG. 1 is a diagram illustrating a configuration of a system according to the present embodiment. FIG. 2 is a functional block diagram illustrating the configuration of the maintenance terminal according to the present embodiment. FIG. 3 is a diagram illustrating an example of a data structure of work procedure information. FIG. 4 is a diagram illustrating an example of a data structure of work log information. FIG. 5 is a diagram illustrating an example of work report information displayed on the display unit. FIG. 6 is a functional block diagram illustrating the configuration of the maintenance server according to the present embodiment. FIG. 7 is a diagram illustrating an example of the data structure of the work end information. FIG. 8 is a diagram illustrating an example of a data structure of the policy specifying table. FIG. 9 is a diagram illustrating an example of the data structure of the configuration information estimation table. FIG. 10 is a diagram illustrating an example of the data structure of the work log estimation table. FIG. 11 is a flowchart illustrating an example of a processing procedure of the maintenance terminal. FIG. 12 is a flowchart illustrating an example of a processing procedure of the maintenance server.

  Embodiments of a maintenance work determination device and a maintenance work determination method disclosed in the present application will be described below in detail with reference to the drawings. Note that the present invention is not limited to the embodiments.

  The configuration of the system according to the present embodiment will be described. FIG. 1 is a diagram illustrating a configuration of a system according to the present embodiment. As shown in FIG. 1, this system includes a customer device 60, a maintenance terminal 100, and a maintenance server 200. Maintenance terminal 100 and maintenance server 200 are connected to each other via network 50. The customer apparatus 60 and the maintenance terminal 100 are connected to each other by a USB (Universal Serial Bus) cable, a LAN (Local Area Network), or the like.

  The customer device 60 is an electronic device to be maintained. For example, the customer device 60 corresponds to a PC (Personal Computer), a server, a printer, a network device, an external storage, a mobile phone, a smartphone, a refrigerator, a washing machine, a television, a stereo component, a medical device, a machine tool, or the like.

  The customer device 60 has an agent program. For example, when the customer apparatus 60 is connected to the maintenance terminal 100, the customer apparatus 60 executes an agent program and starts an agent. The agent collects the configuration information of the customer device 60 and transmits the collected configuration information to the maintenance terminal 100.

  The configuration information of the customer device 60 includes software information, software setting values, OS (Operating System) information, OS setting values, hardware information, hardware setting values, and the like of the customer device 60.

  The maintenance terminal 100 is a terminal device used by maintenance workers, and corresponds to a notebook PC or the like. For example, the maintenance worker connects the customer apparatus 60 and the maintenance terminal 100 after arriving at the work site.

  When the maintenance terminal 100 is connected to the customer device 60, the maintenance terminal 100 acquires the configuration information of the customer device 60 from the agent of the customer device 60 and transmits the acquired configuration information to the maintenance server 200. In addition, the maintenance terminal 100 transmits information on a failure that has occurred in the customer device 60 to the maintenance server 200. In the following description, information on a failure that has occurred in the customer device 60 will be appropriately referred to as failure information. For example, the maintenance worker may input the failure information to the maintenance terminal 100, or the maintenance terminal 100 may acquire the failure information by performing data communication with the agent of the customer device 60.

  The maintenance terminal 100 acquires a maintenance work procedure for the customer device 60 from the maintenance server 200 and notifies the maintenance worker. In addition, the maintenance terminal 100 collects history information of maintenance work procedures for the customer device 60 and notifies the maintenance server 200 of the collected history information. In the following description, the maintenance procedure information is referred to as work procedure information as appropriate. In addition, the history information of the maintenance work procedure is referred to as work log information as appropriate.

  The maintenance server 200 is a device that determines whether or not the maintenance work performed by the maintenance worker on the customer device 60 is within an allowable range.

  The maintenance server 200 acquires the configuration information and failure information of the customer device 60 from the maintenance terminal 100, and identifies a policy that defines the allowable range of maintenance work for the customer device 60 based on the configuration information and the failure information. The maintenance server 200 notifies the maintenance terminal 100 of work procedure information based on the identified policy.

  The maintenance server 200 acquires work log information from the maintenance terminal 100, and based on the work log information and the policy, whether or not the maintenance work performed by the maintenance worker on the customer device 60 is within an allowable range. Determine.

  By the way, the maintenance terminal 100 and the maintenance server 200 shown in FIG. 1 are premised on performing secure data communication using TCG (Trusted Computing Group) technology.

  An example of the TCG technology used in this embodiment will be described. Terminals and devices connected to the Internet are constantly exposed to security threats, and there are cases where unexpected modifications are made to the software structure that constitutes the platform due to viruses, spyware, other malicious scripts, unauthorized access, and the like. For such risks, TCG realizes a safe computing environment by ensuring the reliability of the platform. Here, the platform indicates hardware, OS, application, and the like.

  For example, there is a limit to conventional security measures that depend only on software against the threat of software tampering. For this reason, TCG embeds a TPM (Trusted Platform Module) chip in the platform and uses the TPM chip as a trust route to construct a reliable computing environment that is extremely difficult to falsify. Further, by using the TPM chip, hardware-based data / certificate protection and a secure cryptographic processing environment can be realized.

  Next, the TPM chip will be described. The TPM chip is a birdware chip bound to an electronic device and has tamper resistance. The TPM chip is physically bound to the main components of the electronic device so that it cannot be removed from the electronic device. For example, the component parts of the electronic device correspond to a motherboard or the like. Since the TPM chip is designed with the functions, memory area, and processor power to be suppressed as much as possible, it can be manufactured at low cost and can be applied to various electronic devices and platforms.

  For example, the functions of the TPM include a function for generating and storing an RSA (Rivest Shamir Adleman) secret key, and a function for signing, encrypting, and decrypting with an RSA secret key. In RSA, a pair of a private key and a public key is created. In addition, the functions of the TPM include a function for performing a hash calculation of SHA-1 (Secure Hash Algorithm 1) and a function for holding environment information of the electronic device. When the bound electronic device is activated, the TPM measures the software code in the boot process to the BIOS, OSloader, and OS kernel, hashs the measured software code, and registers it in a register inside the TPM. Further, the TPM collects hardware information of the bound electronic device, hashes the hardware information, and registers the hashed information in a register in the TPM.

  In the TCG technology, a software stack and a software interface are defined in order to use a TPM chip that is a hardware device from a higher-level application or library. This software stack is called TSS (TCG Software Stack), and is composed of software modules that store the functions of TPM chips whose resources are limited. The application of the electronic device can access the function of the TPM chip described above using the interface provided by the TSS. The TPM chip ensures the validity of hash value collection by managing the rules for collecting hash values with the TPM chip on the customer system side by hashing and adding a signature. Moreover, the TPM chip proves the non-falsification of the rule by checking the current rule and signature as necessary. As a result, the TPM chip ensures that there is no falsification in the rules for collecting hash values by referring to the rules that have been proven to be non-falsified on the TPM chip side.

  Next, a configuration example of the maintenance terminal 100 shown in FIG. 1 will be described. FIG. 2 is a functional block diagram illustrating the configuration of the maintenance terminal according to the present embodiment. As shown in FIG. 2, the maintenance terminal 100 includes a communication unit 110, an input unit 120, a display unit 130, an interface unit 140, a TPM chip 150, a storage unit 160, and a control unit 170. The units 110 to 170 are connected to each other by a bus 180.

  The communication unit 110 is a processing unit that performs data communication with other devices via various networks. As illustrated in FIG. 1, when the maintenance terminal 100 is connected to the maintenance server 200 via the network 50, the communication unit 110 performs data communication with the maintenance server 200 via the network 50. Further, when the communication unit 110 is connected to the customer apparatus 60 via a USB cable, a LAN, or the like, the communication unit 110 performs data communication with the customer apparatus 60 via the USB cable, the LAN, or the like. The control unit 160 described later exchanges data with the customer device 60 and the maintenance server 200 via the communication unit 110.

  The input unit 120 is an input device that inputs various types of information to the maintenance terminal 100. For example, the input unit 120 corresponds to a keyboard, a mouse, a touch panel, or the like. The display unit 130 is a display device that displays various types of information output from the control unit 170. For example, the display unit 130 corresponds to a liquid crystal display, a touch panel, or the like. The interface unit 140 is an interface connected to various external devices.

  The TPM chip 150 is a TPM chip that conforms to the above-described TCG technology, operates in cooperation with the control unit 170 described later, and guarantees the safety of data communication between the maintenance terminal 100 and the maintenance server 200. For example, the TPM chip 150 decrypts information that has been hashed or encrypted in response to a request from the control unit 170.

  The storage unit 160 stores, for example, configuration information 161, failure information 162, work procedure information 163, and work log information 164. For example, the storage unit 160 corresponds to a storage device such as a hard disk device, a semiconductor memory element such as a random access memory (RAM), a read only memory (ROM), and a flash memory.

  The configuration information 161 is configuration information of the customer device 60 acquired from the agent of the customer device 60. The configuration information 161 includes, for example, software information, software setting values, OS information, OS setting values, hardware information, and hardware setting information of the customer device 60.

  The failure information 162 includes information on a failure that has occurred in the customer device 60.

  The work procedure information 163 includes information on a work procedure of maintenance work for the customer device 60. FIG. 3 is a diagram illustrating an example of a data structure of work procedure information. As illustrated in FIG. 3, the work procedure information 163 indicates a work procedure type and a procedure content. The work procedure type indicates the type of maintenance work procedure. The procedure content indicates the content of the maintenance work procedure.

  For example, the work procedure type A1 indicates that maintenance work is performed in the order of “replace XX parts”, “replace xx parts”, and “replace □□ parts”. Further, the work procedure type A2 indicates that maintenance work is performed in the order of “replace XX components”, “replace XX components”, and “replace □□ components”. The maintenance worker may perform the maintenance work by any work procedure type. That is, maintenance work may be performed according to work procedure type A1, or maintenance work may be performed according to work procedure type A2.

  Here, as an example, a case where there are a plurality of types of work procedures for the maintenance work of the customer device 60 is shown, but a single work procedure may be used.

  The work log information 164 is history information of maintenance work performed by the maintenance worker on the customer device 60. For example, the work log information 164 is sequentially added with a log each time a part of the customer device 60 is replaced. FIG. 4 is a diagram illustrating an example of a data structure of work log information. As shown in FIG. 4, the work log information 164 associates a number with a log. The number identifies each log. The larger the number, the later the log.

  For example, in the example shown in FIG. 4, parts are replaced in the order of XX parts, XX parts, and □□ parts, and the respective work logs are added to the work log information 164 in the order of numbers 1, 2, and 3. ing.

  Returning to the description of FIG. The control unit 170 includes an acquisition unit 171, a work procedure output unit 172, a work log generation unit 173, and a transmission unit 174. The control unit 170 corresponds to, for example, an integrated device such as an application specific integrated circuit (ASIC) or a field programmable gate array (FPGA). Moreover, the control part 170 respond | corresponds to electronic circuits, such as CPU (Central Processing Unit) and MPU (Micro Processing Unit), for example.

  The acquisition unit 171 is a processing unit that acquires configuration information and failure information from the agent of the customer device 60 when the maintenance terminal 100 and the customer device 60 are connected. The acquisition unit 171 stores the configuration information and the failure information in the storage unit 160. Note that the acquisition unit 171 may acquire failure information from the input unit 120.

  In addition, when the information indicating that the maintenance work is completed is received from the input unit 120 or the like, the acquisition unit 171 performs data communication with the agent again to acquire the configuration information of the customer device 60, and after the maintenance work is completed. The configuration information 161 is updated with the configuration information.

  The acquisition unit 171 acquires work procedure information from the maintenance server 200. The acquisition unit 171 stores the work procedure information in the storage unit 160.

  The work procedure output unit 172 is a processing unit that outputs the work procedure information 163 to the display unit 130 and displays the work procedure. When there are a plurality of types of work procedures in the work procedure information 163, the work procedure output unit 172 may select any one work procedure and display it on the display unit 130, or all types of work procedures. The procedure may be displayed on the display unit 130.

  The work log generation unit 173 is a processing unit that generates work log information 164. The work log generation unit 170 may generate a work log in any way. For example, a maintenance worker attaches an RFID (Radio Frequency Identification) tag to a part to be replaced. This RFID tag includes identification information that uniquely identifies the attached component. In the process of performing maintenance work, the maintenance worker holds the part over the reader (not shown) and causes the reader to read the identification information each time the part is replaced. The work log generation unit 173 sequentially acquires identification information from the reader, and sequentially adds the acquired identification information to the work log information 164 as a work log. The work log generation unit 173 associates numbers in ascending order from the received work logs and adds them to the work log information 164.

  As another method, the maintenance worker may input the identification information for uniquely identifying the replaced part to the maintenance terminal 100 by operating the input unit 120 every time the part is replaced. The work log generation unit 173 sequentially acquires identification information from the input unit 120, and adds each acquired identification information to the work log information 164 as a work log.

  The transmission unit 174 is a processing unit that performs a process of transmitting the configuration information 161 and the failure information 162 before the start of the maintenance work, and a process of transmitting work end information after the maintenance work is completed.

  An example of processing in which the transmission unit 174 transmits the configuration information 161 and the failure information 162 before starting the maintenance work will be described. For example, the transmission unit 174 acquires information indicating that maintenance work is not started from the maintenance worker via the input unit 120.

  The transmission unit 174 acquires a public key that is a pair of secret keys stored in the TPM chip of the maintenance server 200 from an authentication server (not shown). The transmission unit 174 encrypts the configuration information 161 and the failure information 162 with the acquired public key. The transmission unit 174 transmits the encrypted configuration information 161 and failure information 162 to the maintenance server 200.

  A process in which the transmission unit 174 transmits work end information after the maintenance work is completed will be described. For example, the transmission unit 174 acquires information indicating that the maintenance work is completed from the maintenance worker via the input unit 120. The work end information includes hashed configuration information 161, hashed work log information 164, and hashed communication information.

  The transmission unit 174 outputs the configuration information 161 and the work log information 164 to the TPM chip 150, requests hashing processing, and obtains the hashed configuration information 161 and work log information 164.

  The transmission unit 174 generates communication information in which the transmission source address is set to “maintenance terminal 100 address” and the transmission destination address is set to “maintenance server 200 address”. The transmission unit 174 outputs communication information to the TPM chip 150, requests hashing processing, and obtains hashed communication information.

  The transmission unit 174 acquires a public key that is a pair of secret keys stored in the TPM chip of the maintenance server 200 from an authentication server (not shown). The transmission unit 174 encrypts the work end information with the acquired public key, and transmits the encrypted work end information to the maintenance server 200.

  When the transmission unit 174 receives the work completion report information from the maintenance server 200 after transmitting the encrypted work end information to the maintenance server 200, the transmission unit 174 displays the work completion report information on the display unit 130. The work completion report information is information that can be issued from the maintenance server 200 when the content of the maintenance work is within an allowable range. FIG. 5 is a diagram illustrating an example of work report information displayed on the display unit.

  Next, a configuration example of the maintenance server 200 illustrated in FIG. 1 will be described. FIG. 6 is a functional block diagram illustrating the configuration of the maintenance server according to the present embodiment. As illustrated in FIG. 6, the maintenance server 200 includes a communication unit 210, an input unit 220, a display unit 230, an interface unit 240, a TPM chip 250, a storage unit 260, and a control unit 270. The devices 210 to 270 are connected to each other by a bus 280.

  The communication unit 210 is a processing unit that performs data communication with other devices via various networks. As illustrated in FIG. 1, when the maintenance server 200 is connected to the maintenance terminal 100 via the network 50, the communication unit 210 performs data communication with the maintenance terminal 100 via the network 50. A control unit 270 described later exchanges data with the maintenance terminal 100 via the communication unit 210.

  The input unit 220 is an input device that inputs various types of information to the maintenance server 200. For example, the input unit 220 corresponds to a keyboard, a mouse, a touch panel, or the like. The display unit 230 is a display device that displays various types of information output from the control unit 270. For example, the display unit 130 corresponds to a liquid crystal display, a touch panel, or the like. The interface unit 140 is an interface connected to various external devices.

  The TPM chip 250 is a TPM chip that conforms to the above-described TCG technology, operates in cooperation with the control unit 270 described later, and guarantees the safety of data communication between the maintenance terminal 100 and the maintenance server 200. For example, the TPM chip 250 decrypts information that has been hashed or encrypted in response to a request from the control unit 270.

  The storage unit 260 stores, for example, configuration information 261, failure information 262, communication information 263, work end information 264, policy identification table 265, work procedure information 266, configuration information estimation table 267, and work log estimation table 268. For example, the storage unit 260 corresponds to a storage device such as a semiconductor memory element such as a hard disk device, a RAM, a ROM, or a flash memory.

  The configuration information 261 is configuration information of the customer device 60 before the start of maintenance work. For example, the configuration information 261 includes software information, software setting values, OS information, OS setting values, hardware information, and hardware setting information of the customer device 60.

  The failure information 262 includes information on a failure that has occurred in the customer device 60.

  The communication information 263 is information used when determining whether or not communication information included in work end information described later is appropriate. The communication information 263 is information in which the transmission source address is set to “maintenance terminal 100 address” and the transmission destination address is set to “maintenance server 200 address”. In the communication information 263 held by the maintenance server 200, the relationship between the transmission source address and the transmission destination address is reversed.

  The work end information 264 is information received from the maintenance terminal 100 after the maintenance work is completed. FIG. 7 is a diagram illustrating an example of the data structure of the work end information. As shown in FIG. 7, the work end information 264 includes configuration information (hash value), work log information (hash value), and communication information (hash value). In FIG. 7, the configuration information is hashed configuration information of the customer device 60 after the maintenance work is completed. The work log information is obtained by hashing the work log information 164 shown in FIG. The communication information is hashed communication information generated by the transmission unit 275.

  The policy specification table 265 is information for specifying a policy that defines the allowable range of the maintenance work procedure from the combination of the configuration information 261 and the failure information 262. FIG. 8 is a diagram illustrating an example of a data structure of the policy specification table 265. As illustrated in FIG. As shown in FIG. 8, the policy specification table 265 corresponds to configuration information, failure information, and policies. For example, when the configuration information is “configuration information X1” and the failure information is “failure information Y1”, the policy is “work procedure type A1, work procedure type A2,..., Work procedure type An”. That is, when the configuration information is “configuration information X1” and the failure information is “failure information Y1”, the maintenance work procedures allowed are the work procedure type A1, the work procedure type A2,..., The work procedure type An. Any one of the above may be supported. Although description is omitted here, it is assumed that information on the procedure content corresponding to the work procedure type is stored in the storage unit 260.

  The work procedure information 266 includes information on the work procedure of maintenance work for the customer device 60. For example, the data structure of the work procedure information 266 corresponds to the work procedure information shown in FIG.

  The configuration information estimation table 267 is information for estimating how the configuration information of the customer device 60 after the maintenance work will be when a maintenance operation is performed on the customer device 60 with a certain configuration information in a certain work procedure. It is. FIG. 9 is a diagram illustrating an example of the data structure of the configuration information estimation table. As shown in FIG. 9, the configuration information estimation table 267 associates configuration information, work procedure types, and post-maintenance configuration information. For example, in the first row of FIG. 9, the work procedure type “work procedure type A1, work procedure type A2,..., Or work procedure type An” is applied to the customer device 60 whose configuration information is “configuration information X1”. When the maintenance work is executed, the post-maintenance configuration information is “configuration information X1 ′”. For example, the post-maintenance configuration information in FIG. 9 is converted into a hash value and stored in the configuration information estimation table 267.

  The work log estimation table 268 is information for estimating work log information when maintenance work is performed in a certain work procedure for the customer apparatus 60 having certain configuration information. FIG. 10 is a diagram illustrating an example of the data structure of the work log estimation table. As shown in FIG. 10, the work log estimation table 268 associates configuration information, work procedure types, and work log information. For example, in the first row of FIG. 10, when maintenance work is performed on the customer device 60 whose configuration information is “configuration information X1” using the work procedure type “work procedure type A1”, the work log information is “work log”. "AA1". Note that the work log information in FIG. 10 is stored in the work log estimation table 268 converted into a hash value.

  Next, the description returns to FIG. The control unit 270 includes a reception unit 271, a specification unit 272, an estimation unit 273, a determination unit 274, and a transmission unit 275. The control unit 270 corresponds to, for example, an integrated device such as an ASIC or FPGA. Moreover, the control part 170 respond | corresponds to electronic circuits, such as CPU and MPU, for example.

  The receiving unit 271 receives the encrypted configuration information and failure information from the maintenance terminal 100 before the maintenance work for the customer device 60 is started. The receiving unit 271 requests the TPM chip 250 to decrypt the encrypted configuration information and failure information. The TPM chip 250 decrypts the encrypted configuration information and failure information using the secret key stored in the TPM chip 250. The receiving unit 271 stores the decrypted configuration information and failure information in the storage unit 260. The decoded configuration information and failure information correspond to the configuration information 261 and the failure information 262.

  The receiving unit 271 receives the encrypted work end information from the maintenance terminal 100 after the maintenance work for the customer device 60 is completed. The receiving unit 271 requests the TPM chip 250 to decrypt the encrypted work end information. The TPM chip 250 decrypts the encrypted work end information using the secret key stored in the TPM chip 250. The receiving unit 271 stores the decrypted work end information in the storage unit 260. This work end information corresponds to the work end information 264.

  The specifying unit 272 is a processing unit that compares the configuration information 261 and the failure information 262 with the policy specifying table 265 and specifies a policy that defines the allowable range of the maintenance work procedure for the customer device 60.

  An example of processing of the specifying unit 272 will be described with reference to FIG. As an example, the configuration information 261 is “configuration information X1”, and the failure information 262 is “failure information Y1”. The identification unit 272 compares the “configuration information X1” and “failure information Y1” with the policy identification table 265 and identifies the policy “work procedure type A1, work procedure type A2,..., Work procedure type An”. To do. The specifying unit 272 generates a work procedure corresponding to each work procedure type included in the policy as work procedure information 266. The specifying unit 272 stores the generated work procedure information 266 in the storage unit 260.

  The estimation unit 273 is a processing unit that estimates the configuration information of the customer device 60 after the maintenance work when the maintenance work is performed on the customer device 60 according to the maintenance work procedure of the work procedure information 266. Further, the estimation unit 273 estimates work log information when a maintenance work is performed on the customer apparatus 60 according to the maintenance work procedure of the work procedure information 266.

  A process in which the estimation unit 273 estimates the configuration information of the customer device 60 after the maintenance work will be described. The estimation unit 273 compares the configuration information 261 and work procedure information 266 with the configuration information estimation table 267 and estimates the configuration information after the maintenance work.

  An example of processing of the estimation unit 273 will be described with reference to FIG. As an example, the configuration information 261 is “configuration information X1”, and the work procedure information 266 is “work procedure type A1, work procedure type A2,..., Or work procedure type An”. The estimation unit 273 compares the “configuration information X1” and “work procedure type A1, work procedure type A2,..., Or work procedure type An” with the configuration information estimation table 267, and compares the configuration information after maintenance work “ Configuration information X1 ′ ”is estimated. The estimation unit 273 outputs the estimated configuration information of the customer device 60 after the maintenance work to the determination unit 274. The configuration information estimated by the estimation unit 273 is appropriately described as estimated configuration information.

  A process in which the estimation unit 273 estimates work log information will be described. The estimation unit 273 estimates the work log information by comparing the configuration information 261 and the work procedure information 266 with the work log estimation table 268.

  An example of the process of the estimation unit 273 will be described with reference to FIG. The configuration information 261 is “configuration information X1”, and the work procedure information 266 is “work procedure type A1 or work procedure type A2.” The estimation unit 273 compares “configuration information X1” and “work procedure type A1” with the work log estimation table 268 to estimate “work log AA1”. Further, the estimation unit 273 compares the configuration information X1 ”and“ work procedure type A2 ”with the work log estimation table 268 and estimates“ work log AA2 ”. If there are a plurality of work procedure types, a plurality of work log information is estimated. The estimation unit 273 outputs the estimated work log information to the determination unit 274. The work log information estimated by the estimation unit is appropriately written as estimated work log information.

  The determination unit 274 is a processing unit that determines whether the procedure of maintenance work performed on the customer device 60 is within an allowable range. For example, the determination unit 274 determines whether or not the maintenance work procedure is within an allowable range based on the work end information 264 and the estimated configuration information, estimated work log information, and communication information 263 acquired from the estimation unit 273. Determine.

  The determination unit 274 is performed for the customer device 60 when the configuration information, the work log information, and the communication information of the work end information 264 match the estimated configuration information, the estimated work log information, and the communication information 263, respectively. It is determined whether the maintenance work procedure is within an allowable range. In addition, in the comparison between the work log information and the estimated work log information, the determination unit 274 determines whether the work log information matches any of a plurality of types of work log information included in the estimated work log information. It is determined that the log information matches the estimated work log information.

  When the determination unit 274 determines whether or not the procedure of the maintenance work performed on the customer device 60 is within an allowable range, the determination unit 274 generates work completion report information and outputs the work completion report information to the transmission unit 275.

  The transmission unit 275 is a processing unit that transmits various types of information to the maintenance terminal 100. For example, the transmission unit 275 transmits the work procedure information 266 to the maintenance terminal 100 when the work procedure information 266 is generated. In addition, when the transmission unit acquires the work completion report information from the determination unit 274, the transmission unit transmits the work completion report information to the maintenance terminal 100.

  Next, an example of a processing procedure of the maintenance terminal 100 according to the present embodiment will be described. FIG. 11 is a flowchart illustrating an example of a processing procedure of the maintenance terminal. For example, the process illustrated in FIG. 11 is executed when the maintenance terminal 100 and the customer apparatus 60 are connected.

  As shown in FIG. 11, the maintenance terminal 100 is connected to the customer device 60 (step S101), and the maintenance terminal 100 acquires configuration information via the agent of the customer device 60 (step S102).

  The maintenance terminal 100 encrypts the configuration information and the failure information and transmits them to the maintenance server 200 (step S103). When the maintenance terminal 100 receives the work procedure information from the maintenance server 200 (step S104, Yes), the maintenance terminal 100 proceeds to step S105. On the other hand, when the maintenance terminal 100 has not received the work procedure information (No at Step S104), the maintenance terminal 100 proceeds to Step S110.

  Step S105 will be described. The maintenance terminal 100 sequentially acquires the work log and generates the work log information 164 (step S105). If the work does not end (step S106, No), the process proceeds to step S105 again.

  When the work is finished (step S106, Yes), the maintenance terminal 100 hashes the work log information (step S107). The maintenance terminal 100 hashes the communication information (step S108). The maintenance terminal 100 generates work end information, transmits the encrypted work end information to the maintenance server 200 (step S109), and proceeds to step S110.

  Step S110 will be described. If the maintenance terminal 100 has not received the work completion report information (No at Step S110), the maintenance terminal 100 proceeds to Step S104. When the maintenance terminal 100 receives the work completion report (step S110, Yes), the maintenance terminal 100 outputs the work completion report information to the display unit 130 (step S111).

  Next, an example of a processing procedure of the maintenance server 200 according to the present embodiment will be described. FIG. 12 is a flowchart illustrating an example of a processing procedure of the maintenance server. For example, the process shown in FIG. 12 is executed when the encrypted configuration information and failure information are received from the maintenance terminal 100.

  As shown in FIG. 12, the maintenance server 200 receives the encrypted configuration information and failure information (step S201). The maintenance server 200 decrypts the encrypted configuration information and failure information (step S202). The maintenance server 200 generates work procedure information based on the encrypted configuration information and failure information (step S203).

  The maintenance server 200 transmits work procedure information to the maintenance terminal 100 (step S204). The maintenance server 200 estimates the hash values of the configuration information and work log information of the customer device 60 when the work server information is restored (step S205).

  The maintenance server 200 generates a hash value of communication information (step S206). If the maintenance server 200 has not received work end information from the maintenance terminal 100 (No in step S207), the maintenance server 200 proceeds to step S207 again. On the other hand, when the maintenance server 200 receives the work end information (Yes in step S207), the maintenance server 200 decrypts the work end information (step S208).

  When the configuration information and the work log information do not match (No at Step S209), the maintenance server 200 proceeds to Step S201. On the other hand, when the configuration information and the work log information match (Yes at Step S209), the maintenance server 200 determines whether the communication information matches (Step S210).

  When the communication information does not match (No at Step S210), the maintenance server 200 proceeds to Step S201. On the other hand, when the communication information matches (Yes at Step S210), the maintenance server 200 generates work report information and transmits it to the maintenance terminal 100 (Step S211).

  Next, effects of the maintenance server 200 according to the present embodiment will be described. The maintenance server 200 acquires configuration information of the customer device 60 from a maintenance terminal connected to the customer device 60, and specifies a policy that defines an allowable range of maintenance work for the customer device 60 based on the configuration information. Then, the maintenance server 200 acquires work log information performed on the customer device 60 from the maintenance terminal 100, and the maintenance work performed on the customer device 60 is performed based on the work log information and the policy. It is determined whether it is within the allowable range. For this reason, according to the maintenance server 200, it is possible to determine whether or not the maintenance work has been performed in accordance with a work procedure within the allowable range of the maintenance worker.

  Also, the maintenance server 200 acquires the hash value of the work log information from the maintenance terminal 100, compares the hash value of the work log information with the hash value of the allowable range included in the policy, and sends the hash value of the work log information to the customer device 60. It is determined whether the maintenance work performed is within an allowable range. As described above, by using the hash value, it is possible to determine whether or not the maintenance work is accurately performed according to the work procedure while reducing the data communication amount.

  In addition, the maintenance server 200 specifies a plurality of types of maintenance work procedures that define the allowable range of maintenance work for the customer device 60 as a policy. Therefore, according to the maintenance server 200, it is possible to give flexibility to the procedure of the maintenance work, and if the maintenance worker is within an allowable range, the maintenance work can be performed in a procedure easy for the maintenance worker to perform. Can do.

  In addition, the maintenance server 200 further uses the failure information generated in the customer device 60 to specify the policy. Therefore, according to the maintenance server 200, it is possible to narrow down the policy that defines the allowable range of maintenance work to a more optimal policy.

  In addition, the maintenance server 200 transmits maintenance work information corresponding to the policy to the maintenance terminal 100. Therefore, according to the maintenance server 200, it is possible to notify the maintenance worker of the optimal maintenance procedure corresponding to the customer device 60.

  By the way, the processing executed by the maintenance terminal 100 and the maintenance server 200 described in the above embodiment is an example. Here, other processes executed by the maintenance server 200 will be described. When the maintenance server 200 receives the configuration information and the failure information from the maintenance terminal 100, the maintenance server 200 uses the policy specification table 265 to specify the policy. However, the present invention is not limited to this. For example, the maintenance server 200 may dynamically specify a policy by executing a simulation based on configuration information and failure information.

  In addition to RFID, the maintenance terminal 100 may generate work log information using a barcode, or sequentially take images of the customer device 60 of the camera and use the image data as work log information. You may do it.

60 Customer device 100 Maintenance terminal 200 Maintenance server

Claims (8)

A specific unit that obtains configuration information of the electronic device from a terminal connected to the electronic device, and identifies a policy that defines an allowable range of maintenance work for the electronic device based on the configuration information;
Obtaining the hash value of the history information of maintenance work performed on the electronic device from the terminal, comparing the hash value of the history information of maintenance work with the hash value of the allowable range included in the policy, A maintenance operation determination apparatus, comprising: a determination unit that determines whether or not a maintenance operation performed on the electronic device is within an allowable range.   The maintenance work determination apparatus according to claim 1, wherein the specifying unit specifies a plurality of types of maintenance work procedures that define an allowable range of maintenance work for the electronic device as the policy.   The maintenance work determination device according to claim 2, wherein the specifying unit specifies the policy by executing a simulation based on configuration information of the electronic device.   The maintenance work determination apparatus according to claim 3, wherein the specifying unit specifies the policy by further using failure information generated in the electronic device.   5. The maintenance work determination device according to claim 1, further comprising: a transmission unit configured to transmit, to the terminal, maintenance work information corresponding to the policy specified by the specification unit. A maintenance work determination method executed by a computer,
Obtaining configuration information of the electronic device from a terminal connected to the electronic device, specifying a policy that defines an allowable range of maintenance work for the electronic device based on the configuration information,
Obtaining the hash value of the history information of maintenance work performed on the electronic device from the terminal, comparing the hash value of the history information of maintenance work with the hash value of the allowable range included in the policy, A maintenance work determination method, comprising: performing each process of determining whether a maintenance work performed on the electronic device is within an allowable range. Obtaining configuration information of the electronic device and failure information generated in the electronic device from a terminal connected to the electronic device, and an allowable range of maintenance work for the electronic device based on a combination of the configuration information and the failure information A specific part that identifies the policy that defines
Obtaining history information of maintenance work performed on the electronic device from the terminal, and based on the maintenance work history information and the policy, the maintenance work performed on the electronic device after the maintenance work. Estimate the configuration information of the electronic device, and determine whether the maintenance work is within an allowable range according to whether the estimated configuration information matches the configuration information of the electronic device acquired from the terminal A maintenance operation determination device. A maintenance work determination method executed by a computer,
Obtaining configuration information of the electronic device and failure information generated in the electronic device from a terminal connected to the electronic device, and an allowable range of maintenance work for the electronic device based on a combination of the configuration information and the failure information Identify the policies that govern
Obtaining history information of maintenance work performed on the electronic device from the terminal, and based on the maintenance work history information and the policy, the maintenance work performed on the electronic device after the maintenance work. Estimate the configuration information of the electronic device, and determine whether the maintenance work is within an allowable range according to whether the estimated configuration information matches the configuration information of the electronic device acquired from the terminal A maintenance work determination method characterized by executing each process.

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